Chatbot tracking in Adobe analytics

Nov 2, 2019

If you like to track chatbot activity into analytics what chatbot events should we consider. Each of the chat application comes with some set reporting. But those report can be exposed outside for platforms where you can see the customer journey and web/apps activity with chat activity. In this post I am going to talk about what chat event should exposed via analytics.

Chat entry:

Initiation by customer: clicking buttons/links

Initiation by rules: proactively asking for chat

Chatbot:

Chat start: chatbot process initialize

Chat interactive: response from both party received

Chat intend changes: while chatting with customer chatbot is changing its intend to understand customer needs.

(pass it to assisted channel): when chat bot can’t process the request passing it to assisted channel

End Chat: end of the chat with chatbot

Assisted chat (if exist)

Assisted chat start: where chatbot is initiated a handover to assited

Assisted chat interactive: a agent is assigned and response from both party received